When a Candidate Becomes the Client: CX Lessons from the Hiring Frontline
When a Candidate Becomes the Client: CX Lessons from the Hiring Frontline
Your Customer, Your Success — Episode 21 with Bill Kasko
By Gary Marra
What if I told you that every candidate you place today would be your client tomorrow?
That’s exactly the mindset that drives Bill Kasko, President and CEO of Frontline Source Group, a national staffing and recruiting firm that’s doing things a little differently—and a lot more transparently.
In Episode 21 of Your Customer, Your Success, Bill joins me to talk about the evolving job market, the broken dynamics of recruiting, and how trust, experience, and transparency can (and should) redefine the hiring process—for both candidates and clients.
The Experience Gap in Recruiting
Most people think of hiring as a two-sided equation: a company with an open role and a person looking to fill it. But what gets overlooked—often fatally—is what happens after the placement.
💬 “Once we place a candidate, they become the client. And if their experience wasn’t a great one… that’s the end of us.” – Bill Kasko
That’s not just a thoughtful perspective—it’s a strategic one. Candidate experience isn’t just about helping someone land a job. It’s about building long-term relationships. When that placed candidate becomes a hiring manager or decision-maker themselves, their memory of how they were treated suddenly matters a lot more.
People. Process. Service.™
Bill’s entire business philosophy is built on a simple but powerful framework:
People. Process. Service.™
That mindset has shaped everything from how Frontline engages candidates to how they manage client relationships—and it’s what enables them to do something almost unheard of in the staffing world: offer a 5-year placement guarantee. Yes, five years!!!
Radical Transparency: Publishing Pricing Online
In the episode, Bill also shares something he’d never said publicly before: Frontline Source Group now publishes their pricing online!
Yep, a bold move in an industry known for proprietary pricing and behind-the-scenes negotiations. But for Bill, transparency is the logical next step in building trust with both sides of the hiring equation.
💬 “This is the first time I’m saying this publicly… we made our pricing visible right on the website.”
Why? Because customers (and candidates) deserve clarity, and Bill realizes hiding costs isn’t how you build long-term relationships in today’s trust-first economy.
Advice for Job Seekers (That Actually Helps)
For those of you navigating the job market right now—this episode is for you as well! Bill shares real, actionable advice on how to stand out in a sea of applications, how to stop being ghosted, and what recruiters really look for in today’s evolving landscape.
We also talk about:
The evolution of remote vs. in-office expectations
What makes a “bad hire” and how to avoid it
The metrics that matter more than your resume
🎧 Listen to the Full Episode
Whether you’re hiring, job hunting, or just passionate about building better customer and candidate experiences, this episode has something for you.
👉 Listen to the full episode here
📺 Watch it on YouTube
📌 Episode Highlights:
Bill’s take on today’s job market and how it’s changed in the last five years
The candidate/client connection and why CX in hiring can’t be one-sided
Frontline’s 5-Year Guarantee and what it signals to clients
People. Process. Service.™ — more than a motto, it’s a business model
Transparent pricing and the future of trust in staffing
Subscribe to Your Customer, Your Success
We bring real conversations with leaders who are putting customers and people first—in industries that need it most.
Follow the show wherever you get your podcasts or visit Marra CX Hub for more insights, episodes, and behind-the-scenes content.
#CustomerExperience #CandidateExperience #CXLeadership #JobSearch #Recruiting #BillKasko #YourCustomerYourSuccess #MarraCXHub
Latest Articles
Categories
Wondershare is a global leader and pioneer in the field of digital creativity. Their technology is powerful, and their solutions are simple and convenient. They help creators pursue their passions so that together, we can build a more creative world.
